Team Leader Customer Services
Ufone GSM
Total years of experience :19 years, 8 Months
Redesigned tele-sales project by highlighting loop holes in methodology and pitch of existing Tele sale project
which increased the sales by 200% Initiated and managed Tele Sales campaign to Port In other networks
customers in Ufone.
Trained 150 CSRs for Tele Sales campaign regarding Tele sales techniques and sales closing.
Suggested and implemented sales pitch for tele-sales project.
Prepared reports & presentation on different Sales pitch and forward to TEAM.
Assuring KPI and Service level achievement keeping Threshold definition intact within business center.
Attaining the desired Target assigned by Regulatory Authorities and follows and implements them as per SOP of
company.
Implement regulations so that the TEAM works as per defined "QUALITY POLICY" of the company.
Coordinating with Other Operation Teams to ensure compliance and evolve and Interdepartmental hurdle or
differences to gain smooth operations.
Routing any operational issue directly to GM and IT team and take strong follow up of the same.
Training employees and arrange shift meetings to retain their product knowledge as well as motivate them
towards work.
Resolved grievances or queries that any of the employees have.
Escalated to the right level depending on the nature of the grievance or issue.
Maintained & developed relationships with Internal and external customers and other stakeholders via meetings, telephone calls and emails.
Responsible for official correspondence, file management & records.
Maintained /Updated Leave Records.
Arranged & conducted Interviews/Initial screening the candidates/ helping in recruitment processes.
Gained a clear understanding of customer's business and requirements.
Handled employee's leave (Study, LFP, Medical, Ex-Pakistan, EOL, Casual etc).
Processed the cases of employee's for promotion.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Addressed customer service inquiries in a timely and accurate fashion.
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Ran reports and supplied data to fulfill customer report requirements.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Contributed in implementation of a new CRM.
Trained staff on how to improve customer interactions.
Assisted with the development of the call center's operations, quality and training processes.
Led a team of customer service representatives to increase service center profitability.
Properly directed inbound calls in phone queues to improve call flow.
Managed Skill Group of team to cater inbound call load efficiently.
Maintained up-to-date knowledge of Company's policies regarding services, product and offers.
Trained more than 200 new employees quarterly.
Developed highly empathetic client relationships and earned reputation for gaining customer's trust and loyalty.
Cross-trained and provided back-up for other customer service representatives when needed.
Addressed negative customer feedback immediately.
Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
Resolved customer questions, issues and complaints.
Suggested changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer
service department.
Roster verification and preparation (if required) to ensure the availability of each skill set in all shifts.
Distribution of work load to assigned team according to respective skill set.
Supervised Marketing survey through outbound team.
Preparation of surveys questionnaires and correspondence with marketing department for required
addition/deletion or modification in questionnaire.
Verification calls to customer who won any Luck Draw like Shah Car offer.
Arranging the call back to unhappy customers and resoling their complaints or grievances.
Supervised customer satisfaction surveys.
Rich experience of working with Predictive dialer.
Supervised retention of churned customers by offering them better services and resolving their complaints •
Corresponded with vendors, partner's and government authorities on the behalf of organization.
1.Working in business center with assigned work portfolios and KPI's Greeting customers in assigned appropriate manner resolving their issues and problems and stating them at the keep maintaining Queue status and relevant work requirements.
2.Meeting assigned targets/KPI's in appropriate time line following SOP's Handling Customer Queries and concerns in appropriate manners and pitching them the new products and selling and retaining them Offering them new packages and New Handsets offered by the company Answering customer's queries and resolving them at the spot or routing complaints to concerned department keeping track record and also inform customer Helpline or desired channel for confirmation of resolution
Subjects Studied: Organizational Behavior Global Marketing Strategic Marketing Management Sales Management Marketing Research Marketing Channels Advertising & Promotion Total Quality Management Business Communication
Subject Studied: Introduction To Human Resource Management Introduction To Business Research Business Math and Statistics Basic Banking procedures Business Policy
